Systems Engineer (Remedy Helix, Smart Reporting & SDLC Tools)

Position Purpose:

To assist the Team Lead in the IT Tools Team with support, engineering and administration of all common software application tools used by IT. The candidate will be responsible for providing engineering and administration on the Incident Management system as well as on the Software Development Lifecycle tools. The candidate will be part of a team of engineers and administrators, supporting assigned systems, applications, and associated technologies in the enterprise.




  • Grade 12
  • Industry Certification: BMC Certified Developer: AR System
  • Industry Certification: BMC Certified Administrator: AR System


  • Industry Certification: BMC Certified Administrator: BMC Atrium CMDB



  • Extensive Experience providing Remedy System administration services (5-10 Years)
  • Experience managing Remedy development activities and proficiency in applying the SDLC and DevOps principles (3-5 years)
  • Experience supporting large user enterprise environments (3-5 years)
  • Experience implementing large scale Remedy-based ITSM solutions (3-5 years)
  • Prior Remedy development experience (3-5 years)
  • Solid working experience with SDLC Tools (3-5 years)
  • Experience with Atlassian Stack (Jira, Jenkins, Portfolio, Bitbucket, SonarQube, Apache Maven)
  • Proven history of incident response, diagnostic activities, Root Cause Analysis (RCA), Corrective Action Plans, and advanced troubleshooting
  • Experience in a cloud-based environment
  • Demonstrated expertise in a variety of application development methodologies and practices from Agile, Waterfall
  • Experience in documenting environment and processes


Job objectives:

To assist with the administration and support of BMC Remedy Helix

  • Responsible for supporting the Service Management System (Remedy) upgrades, change requests, improvements, fixes and overall structure and operations, under task-based, SDLC and Agile methods.
  • Present improvement ideas, analyses requests for change, draft and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, support testing, and provide demos of the changes incorporated.

Helix ITSM Smart Reporting

  • Creation of custom reports, storyboards & dashboards.
  • Report functionality including aggregation, advanced functions, calculations, sections, report filters and subquery.

To implement and maintain Software Development Lifecycle tools (SDLC)

  • Adopt, customize and implement industry-standard DevOps policies and DevOps procedures.
  • Resolve Incidents and fulfil Service Requests using a service management ticket queue and Change Management processes.
  • Create technical specifications and/or support documentation for tools support activity and related products or services.

To assist with the administration and support of Atlassian Jira

  • Gather input from stakeholders on current, intended, and potential use of Jira and related tools
  • Develop workflows, customization, and integration with plug-ins and other tools to streamline day-to-day use
  • Configure projects, boards, tasks/issues, and permissions for current and future use


Knowledge & Skills:

  • Excellent BMC Remedy product knowledge
  • Understanding of designing and developing Remedy for multi-tiered user support including Service Desk and IT Operations
  • Proficiency in configuring the BMC ITSM Suite, and integrated systems
  • Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback.
  • Understanding of the Information Technology Infrastructure Library (ITIL) principles Good
  • Understanding and Working knowledge of a collection SDLC tools
  • Understanding of SDLC methodologies; Agile; Waterfall; DevOps Understanding of SDLC stages and best practices
  • Scripting experience Java, C, HTML, CSS, PowerShell, and Bash within and outside of the BMC Remedy System
  • Knowledge of standard security guidelines.
  • Expertise in software development, software testing methodologies, release management and operations process and standards
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